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Merck · 1 day ago

Technical Support Senior Specialist

USA - New Jersey - Rahway

Full-time

Hybrid

Senior Level

Merck is a high-performing global team that helps colleagues adopt new technology tools and integrate technological changes into their everyday work. The role involves planning, managing, and executing communication plans globally while participating in projects to enhance user experience and change management initiatives.

BiotechnologyHealth CareMedicalPharmaceutical

Comp. & Benefits

Responsibilities

Understand and identify stakeholder needs and prioritize delivery of new capabilities in change management, user adoption, communication and customer experience areas

Supports projects with change management and communication of all end user tools for our company’s global workforce. Champion and promote the team’s strategy with stakeholders and throughout the IT organization

Communicate all end-user impacting IT changes globally

Create a culture of innovation, transformation, experimentation while maintaining a focus on the best customer experience and continuous improvement

The role requires a strong person who is resourceful and independent, is highly self-motivated, attentive to detail and able to effectively prioritize and execute tasks in a high-pressure environment

Qualification

Change ManagementCustomer Experience ManagementMicrosoft 365Communication ManagementProject ManagementAccountabilityProblem ManagementService DeliveryQuality Assurance (QA)Teamwork

Required

BSc Degree or relevant experience in Technology communications, marketing, support material, or equivalent

Fluency in English reading/writing/ speaking

Strong presentation skills and an ability to communicate technical and non-technical topics to general user audience in a clear, concise manner

Proficiency in creating written, customer-focused communications; content editing and proofreading

Strong collaboration skills and experience of working with both business clients and IT, at all levels

Demonstrated flexibility and the ability to manage multiple, concurrent projects in a timely and efficient manner

Creative and innovative thinking, proactive approach, sound organizational skills

Project Management Experience is a plus

Good knowledge of the Microsoft 365 suite – especially MS Teams, MS Office, including OneNote, OneDrive, PowerPoint, etc. is a plus

Experience in change management framework and understanding industry practices is a plus

Accountability

Availability Management

Change Controls

Communication Management

Communications Planning

Computer Technical Support

Content Editing

Customer Experience Management

End User Experience

Global Team Collaboration

Incident Management

Management System Development

Microsoft Online Services

Pressure Management

Problem Management

Quality Assurance (QA)

Service Delivery

Service Excellence

SLA Management

Software Configurations

Software Development Life Cycle (SDLC)

Teamwork

Technological Change

Testing

Benefits

Exciting work in a great team, global projects, international environment

Opportunity to learn and grow professionally within the company globally

Hybrid working model

Pension and health insurance contributions

Internal reward system plus referral program

5 weeks annual leave, 5 sick days, 15 days of certified sick leave paid above statutory requirements annually, 40 paid hours annually for volunteering activities, 12 weeks of parental contribution

Cafeteria for tax free benefits according to your choice (meal vouchers, Lítačka, sport, culture, health, travel, etc.), Multisport Card

Vodafone, Raiffeisen Bank, Foodora, and Mall.cz discount programs

Up-to-date equipment

Competitive salary, incentive pay, and many more